In home care, every interaction matters. The ability for a client or their family to feel heard, informed, and in control is more than a “nice to have” — it’s essential to delivering care that is personal, dignified, and empowering. Yet, traditional home care communication often struggles to deliver this experience. Missed updates, unnecessary phone calls, and unclear scheduling can leave clients feeling like passengers in their own care journey rather than active participants.
At Hayylo, we exist so that the home care experience is given back to the people at the heart of it — the care recipients and their families.
The Challenge: A System Under Pressure
The introduction of Support at Home reforms is putting added pressure on providers to optimise operations, improve transparency, and meet rising expectations for personalised, client-centred care. Our research shows that 88% of homecare providers lack a communications platform that integrates directly with their care management and scheduling systems. Without this integration, communication breakdowns are common — leading to short notice cancellations, missed client requests, and increased operational strain.
For clients and families, these inefficiencies can feel like uncertainty: When is my service? Who is coming? Has something changed? When communication falters, trust is eroded, and the experience suffers.
The Solution: Self-Service and Choice
Hayylo’s integrated Client Communication Platform is designed to put choice, clarity, and control back in the hands of clients and their families. Through our self-service multi- channel comms clients can:
· See and manage their schedule in real time
· Make requests and get two-way updates
· Access important care plan documents and budgets
· Communicate directly with their care team
For families, this means peace of mind — knowing they can stay informed and involved without endless phone calls or guesswork. For providers, it means less inbound traffic, no missed enquiries, and capacity to streamline focus on high-value care interactions.
Empowerment Through Transparency
In recent conversations with providers, one theme keeps surfacing: choice is empowering. By offering clients proactive control over their care plan and lifecycle, we’re enabling them to tailor their services to their preferences, respond to changes quickly, and feel confident that they are a central part of the decision-making process.
This transparency strengthens trust. Providers using Hayylo have reported app adoption rates as high as 90%, reductions in cancellations by up to 76%, and significant boosts in client satisfaction.
A Better Experience for Everyone
Self-service isn’t about replacing human care — it’s about enhancing it. By automating updates, simplifying communications, and providing real-time access to information, Hayylo ensures that every conversation with a client or family member can be about what matters most: their well-being, goals, and quality of life.
The result is a home care experience where clients feel supported, informed, and empowered — and where providers can deliver exceptional service efficiently, sustainably, and in alignment with the Support at Home reforms.
The future of home care is client-led. Hayylo is proud to be helping providers put the experience back where it belongs — with the people receiving the care and the families who love them.
